Guest Services Manager

2 weeks ago

West Vancouver, British Columbia, Canada Cypress Mountain Full time

This dynamic role of Guest Services Manager oversees the daily operations of the busy Guest Services Office as well as the Downhill Ticket Office & Communications Centre.

They manage and support the activities of the Front Line Teams in the three areas as well as the Supervisors.

Customer care and Team engagement are the primary focusses of this role. Flexibility to work a variety of shifts including evenings, weekends, and holidays will be required. Some overtime may be required during peak periods.

ESSENTIAL DUTIES & RESPONSIBILITIES (include but not limited to the following)**:

  • Responsible for hiring, training, scheduling and coaching of the Guest Services Team including Frontline, Ticket Office and Communications
  • Manages the Guest Services Team to ensure duties are performed in a professional and efficient manner, while setting positive example for others to follow
  • Ensures scheduling and payroll is sufficient to meet budgetary requirements
  • Has thorough knowledge of Company and Department policies, as stated in the Team Handbook, OH&S Policy and Department Manuals
  • Prepares statistical data and reports when required (daily, weekly, biweekly)
  • Oversees the sales of season passes as well as distribution of passes
  • Accurately records and accounts for company products including season passes, Sky Cards, bus tickets, Cypress Bucks and complimentary tickets distributed through Guest Services & the Ticket Office
  • Monitors and maintains cash floats as well as season pass stock and supplies
  • Caters to Guest needs and handles complaints in a pleasant and helpful manner
  • Keeps updated on current events/promotions and informs Front Line Team and Supervisors of the same
  • Responsible to check on changes to policy and/or procedures and keep Team as well as Supervisors up to date
  • Takes command in emergency situations and is responsible to ensure established procedures are followed
  • Knows procedures for radio use and dispatch communication
  • Maintains a neat and efficient work area and encourages Team to do the same
  • Ensures safe work conditions for him/herself and Team
  • Assumes responsibility of Front Line Team/Supervisors as required
  • Develops strong relationship with all departments and 'cando attitude'
  • Keeps Director updated on daily activities
  • Courteous towards coworkers and Guests
  • Job Requirements/Qualifications:
-
QUALIFICATIONS/COMPETENCIES:

  • Excellent time management and organizational skills with the ability to multitask in a fastpaced environment
  • Excellent interpersonal, teambuilding and oral/written communication skills
  • Actively engages in meetings and providing updates
  • Ability to work independently and as part of a team
  • Ability to remain organized and courteous when under pressure
  • Strong analytical and computer skills
  • Motivated to take on new challenges and responsibilities
  • Ability to show initiative
  • Strong communication skills and interpersonal skills
  • Aptitude for electronic equipment and mathematical skills
  • Ability to adapt to change

EDUCATION and EXPERIENCE:

  • High School or equivalent
  • 3+ years Supervisory or Management experience
  • 3+ years hospitality/ski industry experience preferred
  • Cash experience and/or solid record of responsibility

CERTIFICATES, LICENSES, REGISTRATIONS:

  • Must be able to legally work in Canada
  • Hold a valid BC Driver's License
  • Have a reliable/insured vehicle required to get to/from work

WAGE/BENEFITS:

  • Wage: salaried position with competitive compensation package
  • Benefits package
  • Bonus program
  • Skiing/riding/cross country skiing/snowshoeing/snow tubing benefits
  • Season pass(es) for immediate family (including spouse and minor children)
  • Free Lessons
  • Discounts in F&B and Big Bear Sports
  • FUN work atmosphere in unique environment
This job description is not intended to be all-inclusive.

You may be asked to perform other related duties as negotiated to meet the ongoing and dynamic needs of the organization.


  • Salary/Wage: $30/hour
  • Job Application Process:
-
TO APPLY:

We thank all applicants but only those selected for an interview will be contacted.

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